Using big data to improve customer experience and business performance

Abstract

In an environment where communications service providers (CSPs) increasingly have the same service offers and devices, offering a superior customer experience is a priority to compete. Solutions that have the ability to highlight what really matters in driving customer satisfaction and deliver actionable insights from their wide-reaching customer, network, and service data are key differentiators for CSPs. This paper explores ways of integrating big data insights with automated and assisted processes related to key customer touchpoints to ultimately improve the customer experience. We show how innovation from Alcatel-Lucent and Bell Labs helps CSPs improve their business performance, using unique methodology designed to select the right key quality indicators, build accurate key business objective “formula,” predict customer behavior, and ultimately understand which factors are influencing the most. This can be used for example to improve the Net Promoter Score (NPS). The net result is a happier customer and a higher customer value.